Customer Service Center Leader

　　Veolia North AmericaNewark, DE (Onsite)Full-Time

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　　Company Description

　　About Veolia North America

　　A subsidiary of Veolia group, Veolia North America (VNA) offers a full spectrum of water, waste and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. VNA helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has more than 10,000 employees working at more than 350 locations across the continent. Please visit our website

　　www.veolianorthamerica.com (http://%5C)

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　　Job Description

　　BENEFITS

　　Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

　　POSITION PURPOSE

　　The role drives a culture of customer centricity by leading a team as the face and voice of Veolia. Serving as a key interface between customers and various departments including sales, supply chain, logistics, finance, and operations, you will optimize resources, drive compliance, and manage critical accounts. Your responsibilities will encompass the end-to-end order to cash process, making you an integral part of our overall supply chain.

　　PRIMARY DUTIES / RESPONSIBILITIES

　　Guide and Develop a High-Performing Team:

　　Provide leadership, guidance, and support to the customer service team to ensure they meet business objectives, reliability goals, and financial metrics.

　　Foster a positive and motivational work environment that encourages teamwork, collaboration, and professional growth.

　　Conduct regular performance evaluations, identify skill gaps, and provide training and coaching opportunities to enhance the team's performance.

　　Manage the Order to Cash Process:

　　Ensure the smooth flow of the order to cash process, from order placement to invoicing and payment collection, in compliance with relevant regulations and financial objectives.

　　Collaborate with cross-functional teams, including sales, finance, and operations, to optimize order fulfillment and minimize errors or delays.

　　Implement effective systems and procedures to monitor the order to cash process and identify areas for improvement.

　　Develop and Maintain Key Customer Relationships:

　　Build strong and lasting relationships with key customers and accounts to deliver a superior experience and foster enhanced partnerships.

　　Serve as the primary point of contact for escalated customer issues, resolving concerns promptly and effectively.

　　Collaborate with sales teams to identify opportunities for upselling, cross-selling, and expanding business with existing customers.

　　Oversee Collections and Dispute Resolution:

　　Monitor collections and accounts receivable, ensuring timely and accurate payment collection to achieve Days Sales Outstanding (DSO) goals.

　　Proactively address customer payment disputes and resolve them in a fair and efficient manner, maintaining positive customer relationships while protecting the company's financial interests.

　　Collaborate with credit management to develop strategies for reducing the risk of bad debt and improving cash flow.

　　Drive Internal Efficiencies and Process Improvements:

　　Identify opportunities for internal efficiencies and process improvements within the customer service function.

　　Streamline ecommerce processes, automate manual tasks, and leverage technology to enhance productivity and customer service.

　　Implement robust reporting and data management systems to monitor and analyze key performance indicators, enabling data-driven decision-making.

　　Ensure billing accuracy and compliance, working closely with finance and IT teams to optimize billing processes and systems.

　　Implement and Maintain Customer Service Standards:

　　Develop and enforce customer service standards, ensuring consistent delivery of exceptional service to customers.

　　Establish benchmarks and performance metrics to evaluate the effectiveness of customer service operations.

　　Regularly assess customer feedback and implement action plans to address areas of improvement and enhance overall customer satisfaction

　　In office 3-4 days / week and remote 1-2 days per week. Office located in Newark, DE near the Christiana Hospital.

　　Qualifications

　　Education / Experience / Background

　　Associate, Bachelor’s degree or equivalent experience in CSR field.

　　Two or more years in customer service industry strongly preferred.

　　Prior SAP experience is a plus.

　　Knowledge in accounting is a plus.

　　Previous experience in a leadership role or in a people management role preferred.

　　Knowledge / Skills / Abilities

　　Advanced knowledge in Microsoft office and windows-based applications.

　　Excellent communication skills

　　Problem Solver

　　Highly focused on customer satisfaction

　　Ability to work in a high paced team environment.

　　Ability to master SAP.

　　Must possess excellent organization skills to provide accurate follow-up,

　　understand inventory management, have the ability to understand the strategic and translate that strategic direction into tactics with their assigned customers.

　　Multitasking, project management including the ability to translate needs into a workable implementation plan, change management Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.

　　Excellent phone communications and interpersonal skills with multiple functional groups.

　　Must have strong organizational skills as well as be extremely detailed oriented.

　　Ability to write business correspondence.

　　Ability to effectively present information and respond to questions from employees, managers, customers and the general public.

　　Ability to read, analyze and interpret general business correspondence, company policies and procedures and governmental regulations.

　　Must have a professional telephone manner with the ability to maintain composure and remain pleasant under high pressure situations.

　　Additional Information

　　We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

　　Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

　　As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

　　We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.